Customer Success Specialist

We are in the process of recruiting a Customer Success Specialist to join our client's ream in Oceanside, New York. This role is primarily focused on ensuring customer satisfaction and smooth operations within the underwriting department. The job function encompasses customer service duties, including processing information for the underwriting department and ensuring efficient communication across all channels. This role offers a long-term contract employment opportunity.

Responsibilities:

Effectively handle customer queries, ensuring high levels of customer satisfaction.

Communicate with clients to gather necessary information for the underwriting department.

Operate CRM, Database, and other essential systems like EO/IR, EXPRESS, and Microsoft Excel for efficient workflow.

Answer customer calls with professionalism and courtesy, providing them with the information they need.

Carry out billing functions, ensuring accuracy and timeliness.

Maintain a strong client relationship by addressing their concerns promptly and professionally.

Handle customer complaints, providing appropriate solutions and alternatives to ensure resolution.

Work closely with Casualty Claims and Auto General Liability (AGL) Claims departments, providing them with necessary customer information.

Monitor customer accounts and take appropriate action when necessary.

Maintain accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Proficient in CRM software and database management
Extensive knowledge of EO/IR systems
Familiarity with EXPRESS tools
Proficient in Microsoft Excel
Experience with About Time software
Able to manage billing functions
Strong client relations skills
Proven experience in complaint handling
Track record of improving customer satisfaction
Experience in a call center customer service environment
Knowledge of casualty claims procedures
Experience with Auto General Liability (AGL) Claims